Sobre

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Pessoa Analista Cobrança Estratégica based in Brazil.
• This is a strategic, customer-focused role dedicated to recovering revenue while rebuilding relationships with customers at risk of churn.
• You will investigate the reasons behind delinquency and cancellations, combining customer insight, negotiation, and data analysis.
• The role goes beyond traditional collections, focusing on consultative conversations and practical plans to reactivate customers.
• You will analyze customer behavior, engagement patterns, and historical data to identify risks and retention opportunities.
• Working closely with Customer Success, Support, Sales, Finance, and other teams, you will turn insights into concrete retention strategies.
• This is an opportunity to make a measurable impact on revenue recovery, customer retention, and the overall customer experience.
• The position is fully remote and suited to an analytical, investigative professional who thrives on solving complex customer challenges.
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• Accountabilities
• Lead strategic recovery efforts for delinquent customers, conducting negotiations and developing actionable plans to restore active relationships.
• Investigate the underlying causes of delinquency and cancellation, considering financial, operational, relationship, and perceived-value factors.
• Develop consultative churn-reversal plans that demonstrate customer value and identify practical steps for reactivation.
• Conduct consultative collections conversations focused on revenue retention and customer recovery rather than purely transactional payment collection.
• Analyze customer journeys, engagement levels, and historical behavior to identify churn patterns, early warning signals, and preventive retention opportunities.
• Generate actionable insights and recommendations for Product, Customer Success, Onboarding, Collections, and relationship-management teams to reduce churn and delinquency.
• Partner cross-functionally with Customer Success, Support, Sales, and Finance to develop customer retention and revenue-recovery strategies.
• Monitor key indicators related to delinquency, customer recovery, revenue reactivation, and cancellation reasons.
• Maintain accurate records of customer interactions, action plans, negotiations, and recovery status in internal systems.
• Support onboarding activities when needed, helping ensure a strong initial customer experience and greater long-term retention potential.
• Requirements
• Previous experience in Customer Success, customer retention, strategic collections, customer recovery, or consultative relationship management.
• Experience in SaaS companies is a strong advantage.
• Demonstrated experience handling complex negotiations and difficult customer conversations with professionalism and empathy.
• Strong analytical capabilities, with the ability to interpret customer behavior, identify churn patterns, and translate data into practical actions.
• Experience managing a customer portfolio and monitoring retention, delinquency, recovery, or related performance indicators.
• Excellent verbal and written communication skills, with a consultative approach and the ability to influence customer decisions.
• Ability to balance collections objectives, relationship management, and customer value while protecting the overall customer experience.
• Investigative, proactive, and solution-oriented mindset, with strong problem-solving capabilities.
• Familiarity with CRM, Customer Success, or customer-support platforms is a plus.
• Comfortable working independently in a remote environment while collaborating effectively with multiple teams.
• Benefits
• 💻 Fully remote work model in Brazil.
• 💰 Food allowance of R$770/month through the Flash card.
• 🏠 Home office allowance of R$230/month through the Flash card.
• 🏥 Health insurance with 100% of the monthly premium covered.
• 🦷 Dental insurance with 100% of the monthly premium covered.
• 🧠 Emotional health support.
• 💊 Pharmacy discounts.
• 🛡️ Life insurance.
• 🌎 OpenEnglish partnership.
• 🏢 Access to the Woba coworking network across Brazil, Argentina, Mexico, and Portugal.
• 🎂 Day off on your birthday.
• 🎁 Welcome gift.
• 🕐 Monday to Friday working schedule, from 08:00–12:00 and 13:30–18:00.
• ♿ Position open to people with disabilities (PwD).

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How Jobgether works

• We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
• We appreciate your interest and wish you the best!
• Why Apply Through Jobgether?
• Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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